The IT Factory Supply Chain Management for IT Infrastructure Services: Using the SCOR Model
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The IT Factory Supply Chain Management for IT Infrastructure Services: Using the SCOR Model Hans van Aken
Colophon Title: Authors: Editor: Publisher: The IT Factory - Supply Chain Management for IT Infrastructure Services: Using the SCOR Model Hans van Aken Jane Chittenden Van Haren Publishing, Zaltbommel, www.vanharen.net ISBN: 978 90 8753 686 2 Print: First edition, first impression, december 2011 Design and Layout: CO2 Premedia bv, Amersfoort NL Copyright: Van Haren Publishing 2011 For any further enquiries about Van Haren Publishing, please send an e-mail to: info@vanharen.net Although this publication has been composed with most care, neither Author nor Editor nor Publisher can accept any liability for damage caused by possible errors and/or incompleteness in this publication. No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by the Publisher. Intel is a registered trademark of Intel Corporation in the US and/or other countries. The marks SCOR, CCOR, DCOR and SCOR Roadmap are the exclusive property of the Supply Chain Council. SCOR is a registered trademark of the Supply Chain Council in the US and other countries. ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the UK Office of Government Commerce, and is registered in the US Patent and Trademark Office. TOGAF is a registered trademark of The Open Group. LEGO is a registered trademark of the LEGO Group. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Java is a trademark or registered trademark of Sun Microsystems, Inc. in the United States and other countries. Red Hat is a registered trademark of Red Hat, Inc. Linux is a registered trademark of Linus Torvalds. Microsoft is a registered trademark of Microsoft Corporation in the U.S. and other countries. Windows is a registered trademark of Microsoft Corporation in the U.S. and other countries. Apache is a registered trademark of the Apache Software Foundation. 80 PLUS is a registered trademark of Ecos. PRINCE2 is a registered trademark of the Office of Government Commerce in the UK and other countries. ArchiMate is a registered trademark of The Open Group.
Contents List of Figures.................................................IX List of Tables.................................................. X Preface.......................................................XI Acknowledgements........................................... XIII Foreword..................................................... XV Introduction................................................ XVII Part I: Principles 1 1 The IT Factory: addressing the challenges of the IT department....... 3 1.1 Service trends in the IT industry............................. 3 1.2 Managing expectations..................................... 4 1.3 A vocabulary for the IT Factory.............................. 5 1.4 Strategic metrics for the IT Factory........................... 6 1.4.1 Summary............................................ 8 1.5 The challenges of traditional IT departments................... 8 1.5.1 Production methods and techno-tribes.................. 8 1.5.2 Control.............................................. 9 1.5.3 Turnaround time..................................... 10 1.5.4 Keeping up with the pace of change..................... 10 1.6 Switching from Engineer-to-Order to Make-to-Stock........................................... 12 1.7 The value of services...................................... 12 1.8 Added value of the IT Factory.............................. 15 2 The main features of the IT Factory.............................. 17 2.1 Demand and supply....................................... 17 2.2 Supply chains and the IT Factory............................ 20 2.3 Processes of the IT Factory................................. 22 2.3.1 Plan................................................ 22 2.3.2 Source.............................................. 23 2.3.3 Make............................................... 24 2.3.4 Deliver............................................. 25 2.3.5 Return.............................................. 26 2.3.6 GreenSCOR........................................ 27
VI 2.4 Affiliated process frameworks.............................. 27 2.4.1 DCOR............................................. 29 2.4.2 CCOR.............................................. 29 3 The IT Supply Chain Reference Model........................... 31 3.1 Reading guide for the IT Supply Chain Reference Model blocks. 33 3.2 Services Orchestration..................................... 34 3.3 Business Services......................................... 36 3.4 Applications............................................. 37 3.5 Application infrastructures................................. 40 3.5.1 Customers.......................................... 41 3.5.2 Suppliers........................................... 41 3.5.3 Products or services.................................. 42 3.5.4 Application Infrastructures processes................... 43 3.6 Operating Systems........................................ 46 3.6.1 Customers.......................................... 47 3.6.2 Suppliers........................................... 47 3.6.3 Product or services................................... 48 3.6.4 Operating Systems processes........................... 50 3.7 Servers.................................................. 52 3.7.1 Products or services.................................. 54 3.7.2 Servers processes..................................... 55 3.8 Infrastructures........................................... 58 3.8.1 Customers.......................................... 60 3.8.2 Suppliers........................................... 60 3.8.3 Products or services.................................. 61 3.8.4 Infrastructure processes............................... 61 3.9 Facilities................................................. 65 3.9.1 Customers.......................................... 66 3.9.2 Suppliers........................................... 67 3.9.3 Products or services.................................. 67 3.9.4 Facilities processes................................... 70 3.10 Connecting the SIPOCs.................................... 73 Notes................................................... 75 Part II: Practice 4 Set Up Shop................................................... 79 4.1 The steps of a journey to an IT Factory....................... 79 4.2 LisCas Inc................................................ 81 4.3 The technology pitfall..................................... 84
VII 5 Business drivers and business strategy............................ 87 5.1 Business drivers.......................................... 87 5.1.1 Typical business drivers............................... 87 5.1.2 Job production...................................... 88 5.1.3 Mass production..................................... 89 5.1.4 46 reasons for not starting an IT Factory................. 90 5.1.5 The strategies....................................... 91 5.2 Business strategy.......................................... 91 5.3 The Business Plan......................................... 95 5.4 The customers of the IT Factory............................ 98 5.4.1 Who potentially will be your best customers?............. 99 5.4.2 What kind of services are they currently paying for?...... 100 5.5 The services of the IT Factory............................. 100 6 IT Supply Chain Strategy Part I............................... 105 7 IT Supply Chain metrics....................................... 109 7.1 Supply chain reliability.................................... 113 7.2 Supply chain responsiveness............................... 118 7.3 Supply chain agility...................................... 120 7.4 Supply chain costs........................................ 124 7.5 Supply chain assets....................................... 127 8 IT Supply Chain Strategy Part II.............................. 131 8.1 IT supply chain objectives and priorities..................... 132 8.2 Boundaries and organization of the IT supply chain for the IT Factory.............................................. 134 8.3 Litmus test and summary of the strategies.................. 138 9 Configuring the IT Supply Chain................................ 141 9.1 Application Infrastructures................................ 144 9.1.1 Make.............................................. 145 9.1.2 Source and Deliver.................................. 147 9.1.3 Return............................................. 150 9.1.4 Thread diagram..................................... 152 9.2 Operating Systems....................................... 154 9.2.1 Make.............................................. 154 9.2.2 Source and Deliver.................................. 155 9.2.3 Return............................................. 156 9.2.4 Thread diagram..................................... 158
VIII 9.3 Servers................................................. 158 9.3.1 Make.............................................. 159 9.3.2 Source and Deliver.................................. 160 9.3.3 Return............................................. 161 9.3.4 Thread diagram..................................... 162 9.4 Infrastructures.......................................... 163 9.4.1 Make.............................................. 163 9.4.2 Source and Deliver.................................. 164 9.4.3 Return............................................. 165 9.4.4 Thread diagram..................................... 165 10 The next steps................................................ 169 10.1 Plan processes........................................... 171 10.2 Level 3 processes........................................ 172 10.3 Level 4 processes........................................ 175 10.4 Enable processes......................................... 176 10.5 Green IT............................................... 177 10.6 ERP system for IT....................................... 178 Notes.................................................. 179 A Appendix Examples of IT Supply Chain configurations........... 181 IT Supply Chain using converged technologies..................... 181 Cloud services as part of IT Supply Chains........................ 183 IT Supply Chain for disaster tolerant services...................... 186
List of Figures Figure 0.1 The SCOR model is organized around five major types of processes....................................................... XVII Figure 0.2 The ITIL Core..............................................XIX Figure 2.1 Demand and supply of the IT Factory............................. 17 Figure 2.2 The IT Factory with its suppliers and customers....................21 Figure 2.3 Supply Chain Council s affiliated process frameworks...............28 Figure 3.1 The IT Supply Chain Reference Model............................32 Figure 3.2 Services Orchestration in the IT Supply Chain Reference Model......34 Figure 3.3 Business Services in the IT Supply Chain Reference Model..........36 Figure 3.4 Applications in the IT Supply Chain Reference Model..............38 Figure 3.5 Application infrastructures in the IT Supply Chain Reference Model..40 Figure 3.7 Operating Systems in the IT Supply Chain Reference Model.........46 Figure 3.8 Servers in the IT Supply Chain Reference Model...................52 Figure 3.9 Infrastructures in the IT Supply Chain Reference Model............59 Figure 3.10 Facilities in the IT Supply Chain Reference Model.................66 Figure 3.11 Connecting the SIPOCs........................................ 74 Figure 4.1 Organizational chart of LisCas Inc................................82 Figure 4.2 High level IT Supply Chain Reference Model split of LisCas Inc......83 Figure 5.1 Is an IT Factory addressing the drivers?...........................88 Figure 5.2 Position of the IT Factory within the IT Department of LisCas Inc....93 Figure 7.1 The SCOR Model metric hierarchy..............................115 Figure 7.2 The SCOR Model metrics as a diagnostic tool..................... 117 Figure 7.3 Cost-based versus value-based pricing............................125 Figure 7.4 Income statement and IT Factory attributes.......................126 Figure 8.1 Default interconnections versus optimized interconnections.........135 Figure 8.2 Business Environment Diagram of the IT Factory.................137 Figure 9.1 Order Fulfillment Cycle Time................................... 147 Figure 9.2 Thread diagram for Application Infrastructures...................153 Figure 9.3 Thread diagram for Application Infrastructures and Operating Systems...................................................158 Figure 9.4 Thread diagram for Application Infrastructures, Operating Systems and Servers.............................................................162 Figure 9.5 Thread diagram for the IT Factory..............................166 Figure A1 IT Supply Chain thread diagram with converged technologies.......182 Figure A2 Entry points of cloud services in an IT Supply Chain...............184 Figure A3 IT Supply Chain thread diagram for disaster tolerant services.......187 Figure A4 Hybrid IT Supply Chain thread diagram using cloud services........189
X The IT Factory List of Tables Table 1.1 Traditional IT terminology versus IT Factory terminology.............5 Table 3.1 Services Orchestration SIPOC analysis table........................35 Table 3.2 Business Services SIPOC analysis table............................37 Table 3.3 Applications SIPOC analysis table................................39 Table 3.4 Application Infrastructures SIPOC analysis table...................42 Table 3.5 Operating Systems SIPOC analysis table...........................49 Table 3.6 Servers SIPOC analysis table.....................................55 Table 3.7 Infrastructures SIPOC analysis table..............................62 Table 3.8 Facilities SIPOC analysis table....................................70 Table 6.1 Supply Chain Definition Matrix..................................106 Table 7.1 The SCOR Model strategic attributes and metrics.................. 110 Table 8.1 IT Supply Chain Performance Objectives..........................133
Preface Am I losing it? Is it me getting older and unable to keep up to speed, or is it the IT industry at large doing a great job turning simple things into complex matters? Have I reached the limits of my comprehension considering that in my daily job, I m frequently baffled by difficult academic terms and definitions? Not to mention people s ability to abuse important nouns such as flexibility, agility and adaptability. I often encounter these words coined as generic business requirements for IT Core Infrastructures without further context or meaning. Dozens or sometimes even hundreds of hard to understand, nonintuitive processes, procedures or routines aggravate the level of my confusion. And when I m not paying attention, I ll probably add some of the complexities myself. Much to my relief however, I m seeing more and more evidence that many of us struggle with the same questions and that it s not just me losing it. Working from those premises, we can infer that we (as in the IT industry) really excel in complexity. For some reason we seem to lose ourselves in elaborate explanations, and rigid definitions; we lack the ability to explain things in a more down to earth way such that my neighbor s teenager might understand. It is therefore not so strange that outsiders who need to interact with the IT world have a hard time understanding any of it, let alone acting on it. In my own endeavors to explain what s going on within my area of expertise in a clean-cut way, I was led to an investigation, the results of which are captured in this book. Interestingly enough, it turned out that I ve been applying most of the factory and supply chain approaches described here successfully without even realizing it. If I had been more aware of all my dormant knowledge about the world of manufacturing, I would have had a much easier time communicating goals, structures and tangible results. It s been right under my nose for many years and I m convinced many of you will share the same experience after reading the book. My inspiration for this book comes from working with highly respected colleagues and surviving dozens of presentations, publications and documents about IT infrastructures which all more or less talk about highly standardized shared IT services. The move away from compartmentalized IT solutions into standardized shared layers is growing stronger every day and many times a
XII The IT Factory metaphor is used or an analogy drawn with a factory and a manufacturing style of producing IT services. We have moved deliberately to a factory metaphor. We have stopped focusing just on what data centers store and are asking ourselves, What do they output? (1) Brad Ellison - Manager, Global Data Centers - Intel Corporation This concept is typically received very well since almost all of us can somehow relate to factories and manufacturing. Amazingly enough, it frequently stops right there, by just mentioning the concept. That s a pity because the analogy with a factory appeals to so many people and can therefore help to establish what an analogy is for: play a significant role in explanation, communication, problem solving, creativity and decision making. So let s take a closer look at the world of manufacturing, factories and supply chains and learn from the enormous amount of experience built up during several millennia. When you are able to grasp and communicate your IT environment in simple words using the language of factories and manufacturing, you may find so many fabulous opportunities for improvements that it might make your head spin. I have learned a lot from the world of manufacturing and factories, which has made my life easier. I hope this book will make your life easier as well; I encourage you to experience the full potential of the analogy and, with whatever decision you need to make, unleash your knowledge about factories and supply chains. Welcome to the world where IT Infrastructure meets Manufacturing. Notes 1. Corporate Executive Board. Hardwiring Green into Infrastructure and Data Center Investments - Defining and Implementing Meaningful Energy Efficiency Metrics. [Online] May 2008. http://www.executiveboard.com. Report number DCEC1A76HCB.
Acknowledgements Writing a book for professionals cannot be done in isolation. It takes many others to learn from, provide inspiration, test ideas with, support and motivate you, keep you sane and stay away from jabberwocky. From the vast number of friends, colleagues and supporters who, sometimes unaware, helped me to create this book, I would especially like to acknowledge: Caspar Hunsche from the Supply Chain Council for his support and endorsement, together with anyone who ever contributed to the SCOR model. Chris Coggrave, Andreas Arts, Frank Kroon and André van der Meer for their friendship, support, collegiality, frankness and inspiration. They put their many years of experience in IT environments, gained at numerous international large and complex engagements in all types of industries, in reviewing this book. I am much obliged to them.
XIV The IT Factory
Foreword When Hans first asked me to read his book The IT Factory I thought: This has been done before. Organizations have adapted versions of SCOR to describe and improve IT delivery processes. SCOR allows companies with traditional supply chains to assess, analyze and improve supply chain performance using a repeatable and reliable method. SCOR is built on the experiences from many companies running straightforward to complex supply chains. The processes of IT services deliver goods and services the same way supply chains do, with similar probability for complexity. The primary distinction is that the language used to describe these processes and their performance is different. Or is it? Managing a supply chain involves developing a supply chain strategy that supports the business strategy, linking supply chain performance to supply chain configuration, managing process performance and aligning supply chain resources to enable processes and performance. Successful cloud computing implementations require equally well-defined IT supply chains to meet customer service requirements and optimal cost structures. Hans discusses the different IT services and how proven supply chain concepts can be applied to the world of IT. Trends that apply to supply chain management apply equally to the IT services industry. In 2007 SCOR introduced a set of foundational metrics to measure the environmental footprint of a supply chain (GreenSCOR). These metrics can be directly applied to the use of data centers and other IT services. GreenSCOR best practices can serve as ideas to improve energy consumption in the IT factory. Similarly, experiences from the IT factory may in return be applied to traditional supply chains in the future. What makes this book different is that Hans describes the comparison between traditional supply chains and IT services supply chains in detail. In this book he extrapolates supply chain plants into the IT world: IT factories. He looks beyond the processes into metrics, thus introducing the ability to assess performance and root causes, analyze problems and reconfigure the IT supply chain or IT factory. These steps are simplified using a standard to describe the performance and processes.
XVI The IT Factory Through this book the proven methods to assess, analyze and improve performance developed in the supply chain industry are now available in the relatively young IT Services industry. Caspar Hunsche Director of Operations, Research Director
XVII Introduction Introducing the IT Factory Long ago, before we grew up and started on our first job, we asked questions about how things were made and drove our parents mad. We wanted to know where LEGO came from, how machinery works, or even how a car worked. Our parents would answer the best they could and tell us about the factory that created LEGO building blocks out of lumps of plastic. Our teacher taught us about ore, raw materials and transportation. Later on probably, we even learned about demand and supply, assembly lines and supply chains. From a distance, it all looks, deceptively so, quite simple. We listened, accepted the explanation, and thought no more about it; the notion of a factory was put firmly in our minds. The older we got, the more we learned about factories, their supply chains and manufacturing processes; we might even have worked in or for a factory at some time or other. Then we started working in IT and somehow clean forgot all about the world of factories. This seems odd because if you take a good look at it, there are many similarities between factories and IT infrastructures. Why not put our latent knowledge and ideas of factories to good use for the way we structure and organize IT infrastructure services? Voila, The IT Factory. Audience for this book This book is written for business managers, IT architects, business consultants, strategists and key decision makers in the IT, or anyone else who is interested in understanding what it takes to create services from IT infrastructures in a factory style. The aim of this book is to unleash and exploit your latent knowledge about factories, manufacturing and supply chains and put it to good use in the world of IT. The goal of the book is to improve your general understanding of IT infrastructure services, how these are constructed using supply chain models, how to talk about these services with non IT specialists and how to objectively measure the success of the services. You will be introduced to, and hopefully inspired by, the world of supply chains using the de facto industry standard reference model SCOR. The generic processes for supply chains, which are part of this reference model, will be covered as well as their powerful metrics. All of this is in the context of IT infrastructure services.
XVIII After reading this book, you will have a new or improved point of view about IT infrastructure services. You can use this point of view for both diagnosing and optimizing your current IT environments, or to explore opportunities for the introduction of concepts such as IT shared services and cloud computing, whether as a services provider, consumer or as both. Besides covering essential knowledge about services and supply chains in general, this book provides a step-by-step approach to get started with your own IT Factory. The approach used is based on a blend of mainstream industry IT Enterprise Architecture frameworks and the tested Supply Chain Excellence Method as described by Bolstorff and Rosenbaum in their book Supply Chain Excellence (1) and propagated by the Supply Chain Council (SCC) (2). The industry IT architecture frameworks in general start with looking at the drivers and goals for doing any type of work and then go into the business and functional point of views, eventually followed by technology and implementation views. In this book, setting up shop in Part II starts with this flow but stops at the point when it comes to specific technologies. The technology part should be done when an IT Factory is determined as viable with the technologies that are currently available. After the drivers and goals are covered, the focus is shifted to the supply chain excellence method. This method is used to figure out what the existing or future supply chains are, and then continues with defining metrics from a strategic or business point of view. Organization of the book This book is organized in two parts. Part I covers everything you need to know about the analogy with a factory, current issues, services and values, supply chains and processes and finally the IT Supply Chain Reference Model. This is a quick rundown of the chapters in Part I: Principles: Chapter 1, The IT Factory: addressing the challenges of the IT department Chapter 2, The main features of an IT Factory Chapter 3, The IT Supply Chain Reference Model: This chapter is fundamental for setting up supply chains for IT infrastructure services. It introduces the IT Supply Chain Reference Model, which covers eight blocks with demand-supply relationships. For each block, there is a detailed
XIX explanation of the main components, its customers, suppliers, products or services and processes. In Part II of this book (Practice), you can read all about the business and supply chain strategies for setting up your own IT Factory. The supply chain metrics are explained including why these metrics are pivotal for the arrangement of your IT supply chains. This Part also describes how to measure and prove your success, and also how to identify areas for improvements, including areas such as quality and financial considerations. Chapter 4, Set Up Shop: Setting the scene for setting up an IT Factory. Where to begin and what are the next steps? Chapter 5, Business Drivers and Business Strategy Chapter 6, IT Supply Chain Strategy Part I: We know the customers and have an idea what services to produce but what is the strategy for the IT supply chains of these services? Chapter 7, IT Supply Chain Metrics: One of the jewels of the SCOR model, the metrics. These are the key performance indicators for your IT Factory. The metrics include customer facing metrics as well as metrics for your financial performance. Chapter 8, IT Supply Chain Strategy Part II: Picking up the strategy from Chapter 6, after the intermezzo of the metrics. Chapter 9, Configuring the IT Supply Chain: All the information is here to start configuring the processes for an IT supply chain to meet the chosen objectives. Chapter 10, Next Steps: Lots of important information is covered up to this point and there is still plenty to do. Appendix A, Examples of IT Supply Chain configuration: Some examples of different IT supply chain configurations are provided, including examples about IT supply chains using multiple geographically dispersed locations, incorporating Clouds and an example using converged technologies.
XX IT infrastructure services IT infrastructure services is quite a generic term and is interpreted in many ways. When doing some desk research on what these services are all about, you will find many different service offerings, definitions and descriptions. And after a while, you will find that there is no single version of a definition that is endorsed industry-wide and accepted. This book is neutral about all existing definitions of the term IT infrastructure services, it will not introduce a new definition and you will not be menaced with many other definitions or academic discussions. Those are not appropriate in a factory environment. However, for the sake of setting the scene and drawing a broad outline of the world of IT infrastructure services, think of the type of services that you could buy or sell from a catalog in the open market. Think of services such as: Provision of data center space if you need space for your IT equipment; Wide Area Networking connectivity to connect to another remote data center or an office; A managed or unmanaged simple Operating System for some quick development or testing activities; An Oracle Web Service or an Apache HTTP Server for running web sites or web shops. A Java Application Server for developing or running applications; An Oracle or Microsoft data base instance when data needs to be managed. All of these examples, and many more you can think of, can be (but need not be) categorized or labeled as IT infrastructure services. The scope of these services is quite wide, ranging from the domain of data centers, up to services for running applications and everything in between. This is the primary scope of this book; however, you can there is nothing stopping you from using the supply chain concepts in an extended scope where information and business processes are included. The last chapter in Part I of this book shows you how this works. Frameworks Many industry best practices and frameworks will be combined but as mentioned before, you will not be tormented with all the definitions or details. The details are something you need to work out when you start implementing
Introduction XXI your IT Factory. However, there will be frequent references to industry standards and it is useful to know a little bit about two of them before starting on Chapter 1: SCOR and ITIL. More in-depth information about these standards can be found on the websites of the governing organizations but a word of caution here. The combined number of pages to communicate just these two standards exceeds 2200 pages! No need to say that this contributes to the point in the Preface of too much gobbledygook. SCOR Supply Chain Operations Reference SCOR is a process reference model (3) from the world of Supply Chain Management and has, at first sight, not much to do with the world of IT. You might not even have seen much of this model before but once you take a closer look, you ll find an enormous amount of valuable information and know-how and what is more, the SCOR model plays a pivotal role in the IT Factory. Plan Source Make Deliver Return Return F igure 0.1 The SCOR model is organized around five major types of processes The SCOR model is governed by the Supply Chain Council (SCC). This is an independent, not-for-profit global trade organization consisting of many practitioners, with hundreds of corporate members worldwide from a wide range of industries who are operating the biggest and most complex supply chains you can imagine. This makes SCOR a model that can be applied to virtually any supply chain, including the supply chain of the IT Factory. Supply Chain topics such as planning, manufacturing, order management including invoicing, logistics and all customer and market interactions are covered by the SCOR model and are in line with Michael Porter s renowned framework for the Value Chain (4). The SCOR model is organized around five major types of processes: Plan, Source, Make, Deliver and Return as can be seen in Figure 0.1 from the Supply Chain Council. These process types
XXII The IT Factory are worked out in categories, described up to the level of process elements and enriched with a vast repository of powerful metrics, best practices and technologies. The SCOR model has evolved over the years into a very comprehensive framework. In version 9 the integration with GreenSCOR has been introduced, which adds process elements and metrics for environmental management. This is good news since Green IT is a must on the agenda of every business these days, and GreenSCOR can help with awareness of and accounting for the environment by adding environmental metrics and processes. One final argument why SCOR is the model to use for any supply chain is visible in the SCORindex (5). SCORindex contains a chart where the value of an aggregate 70 company SCC members is tracked since 2003 and is compared to the performance of the Dow Jones and Standard and Poor s (S&P) indices. The SCORindex consistently outperforms the Dow Jones and S&P. ITIL Information Technology Infrastructure Library Most of us in IT know at least about the existence of ITIL (6) (Information Technology Infrastructure Library). It is an industry best practice approach for IT Service Management and provides guidance with frameworks. Version 3 of ITIL covers the lifecycle of services and is much more aligned towards the customers of services than Version 2. ITIL V3 consists of five core books of which the interrelationships can be seen in Figure 0.2. Service Strategy. Descriptions of strategies, demand management and business service management are on the same turf as the Plan processes of SCOR. Service Design is about the development and design of services. This is not really covered by SCOR itself but in an affiliated model DCOR (Design Chain Operations Reference). Service Transition forms the bridge between the development of services and putting these into operation. Service Operation contains information about the continuous delivery of services. Continual Service Improvement mainly deals with the quality aspects across Strategy, Design, Transition and Operation.
Introduction XXIII Complementary Publications Continual Service Improvement Service Design Service Strategy Service Operation ITIL Continual Service Improvement Service Transition Continual Service Improvement Web Support Services Fi gure 0.2 The ITIL Core The summaries above do not fully do justice to ITIL but should be sufficient as base information for reading this book. For all the details, see the Notes section where you will find more information. No tes 1. Bolstorff, Peter and RosenBaum, Robert. Supply Chain Excellence: A Handbook for Dramatic Improvement Using the SCOR Model. s.l. : AMACOM, 2007. ISBN-10: 0814409261 ISBN-13: 978-0814409268. 2. Supply Chain Council. About Supply Chain Council. [Online] http://supply-chain.org/ about. 3.. About SCOR. [Online] http://supply-chain.org/about/scor. 4. Porter, Michael E. Competitive Advantage: Creating and Sustaining Superior Per formance. s.l. : The Free Press, 1985. ISBN 0-684-84146-0. 5. Supply Chain Council. SCORindex - Tracking SCOR Value. [Online] http://supply-chain. org/scor/scorindex. 6. Office of Government Commerce in the United Kingdom. Welcome to the Official ITIL Website. [Online] http://www.itil-officialsite.com/home/home.asp.
XXIV The IT Factory
PART I: PRINCIPLES Chapter 1: The IT Factory: addressing the challenges of the IT department Chapter 2: The main features of the IT Factory Chapter 3: The IT Supply Chain Reference Model
1 The IT Factory: addressing the challenges of the IT department 1.1 Service trends in the IT industry Supply Chain Management of IT Infrastructure Services using the SCOR model is the subtitle of this book and it is about using the analogy of factories and manufacturing for creating IT infrastructure services. A broad outline of IT infrastructure services, with some examples, has been covered briefly in the Introduction and you will frequently come across such services as part of a trend in the IT industry: Adaptive Infrastructures, Utility Computing Infrastructures, Platforms as a Service, Service Oriented Infrastructures, Cloud Computing Infrastructures, Infrastructures as a Service, Real-Time Infrastructures, On-Demand Computing, Grid Computing There are many more examples of such trends that can be found in the industry, some already outdated, some new or still to be invented. Looking from a distance at these trends, they all share some key characteristics. They deal with delivering services in an efficient, automated way, are easily able to adapt to changes in demand and sound very appealing to anyone who wants to develop new business services quickly. These infrastructures are typically shared between multiple tenants and can, in a manufacturing style, produce large quantities of standardized services on a pay-as-you-go basis. The most notable difference between all the trends is in the area of the scope or boundary of the services. Some are limited to just providing compute capacity or hardware, others include operating systems and some go into the domain of middleware, applications or databases. Putting these infrastructures in place is far from easy but fortunately there are real-life implementations that hit the mark and they almost all appear to work as a factory would.
4 The IT Factory 1.2 Managing expectations When one of the phrases mentioned above is coined as an ambition for a new infrastructure to be developed, the expectations that come with it are typically pretty high. The new infrastructure is supposed to be flexible, provided at low cost, adaptive, automated, able to scale seamlessly, reliable, adaptable to business changes and demand, elastic, virtual, fast and easily ordered, predictable, enabling business growth, agile, standardized, secure, highly available and efficient but most of all KISS (Keep It Simple, Stupid). Does this sound familiar? And this is definitely not the complete list you can encounter. But how on earth can anyone live up to all of these expectations? And where do you start to realize some or all of these? How do you try to explain what you intend to do to your CEO, CIO and/or the IT Executives in simple understandable terms that anyone can understand? Without being crystal clear about these types of high expectations, you will end up with a lack of mutual understanding and potentially create unrealistic expectations. Many organizations have already been here before. A global survey from the Economist Intelligence Unit (1) showed that 33 percent of the respondents (CEOs, board members and IT executives) considered Lack of understanding from senior management of how IT should support business objectives as the number one chief obstacle to the ability to align IT infrastructures with business objectives. Although this survey is from 2006, there is no evidence that things have got any better; sometimes there is even a growing impression that the degree of alignment and mutual understandings is worse than before. This is not an encouraging prospect to start your endeavor with. Alleviating some of the misunderstandings, reducing disappointments and getting to realistic starting points and expectations is the sweet spot where the analogy with factories and manufacturing kicks in. As discussed in the Introduction, whether you or your contacts are from the IT or business side of the house, we all share some knowledge about factories and manufacturing. And it is this common ground which is an excellent starting point for using a universal vocabulary, fundamental for better understanding and setting realistic expectations.
The IT Factory: addressing the challenges of the IT department 5 1.3 A vocabulary for the IT Factory Let s start by seeing if some of the vocabulary of traditional factories, which we all learned early on in our school days, can be easily applied and makes sense in an IT environment. The following table contains some ad hoc translations from traditional IT terminologies into a vocabulary that can be used inside the IT Factory. Table 1.1 Traditional IT terminology versus IT Factory terminology Traditional IT IT Factory Production Facility Data Center Factory Building Production Area Raised Floor or White Space Shop Floor Suppliers Stock items Product changes Tailor-made production method Ready-to-wear production method Deliver hardware, software and services. Spare capacity in a resource pool Upgrades, updates, patches, fi x e s, One-off departmentalized IT Project Shared Services Automation Data Center Automation Robots Deliver raw materials or semimanufactured products. Stock items on the shelf in the warehouse Maintenance, Repair and Overhaul (MRO). Job Production Batch or Mass Production Automation department IT for IT IT department of the factory Operations Center Network Operations Center (NOC) Control Room Leaders Team leads Foremen Workers System Operators Shop Floor Operators Build approach Waterfall model Engineer-To-Order (ETO), Make-To- Order (MTO) or Make-to-Stock (MTS) Provisioning process? Configure To Order (CTO) Just to be clear, I am not advocating that you permanently change your vocabulary of IT. That would be ridiculous. This approach is positioned as an aid to help communicate with parties who are not IT literate. With a little bit of imagination, it is quite easy to make this a very long list and of course there are some differences as well. After all, the factory is an analogy and is thereby, by definition, not identical to the world of IT infrastructure services. Another characteristic of any analogy, including this one, is that if you push it far enough, it will certainly break down and starts to become
6 The IT Factory counterproductive; that s why it remains an analogy. But let s stay focused on the similarities and the main positive contributions of this analogy in the areas of communication, problem solving, creativity and decision-making. 1.4 Strategic metrics for the IT Factory Before investigating more background information, here are two more examples of how the vocabulary from the world of factories and manufacturing can be used for the IT Factory and for manufacturing IT infrastructure services. These examples are in the area of strategic 1 SCOR model metrics for the processes of the IT Factory. These strategic metrics can be used as Key Performance Indicators (KPIs), set expectations for your customers and lead the organization of supply chains. One of the top-level strategic metrics in the SCOR model is Perfect-Order- Fulfillment 2. This is the percentage of all the orders where the whole order fulfillment went perfectly. The orders have been delivered as expected and the customers received and accepted their orders within the promised timeframe, at the right place, in the right quantity, undamaged, working as specified, fully documented etcetera. Think about this metric when you order a couple of books from an online bookstore. When you agree to the price and the date of delivery for the books and you push the final buy-button, you expect to get all the books on that date, at the location of delivery you specified, undamaged and with the correct invoice. If all of that is ok and up to the expectation set at the time of ordering, than that delivery is counted as a perfect order. As a customer, you prefer or expect this to be the case for every order (100 percent) you place. However realistically, you also understand that this is difficult and expensive to realize for every single order for every single customer. There is always something that can, and therefore will, go wrong sometime, somewhere, somehow. Setting this metric to 100 percent of the orders is a bit unrealistic for IT infrastructure services (or for any other service for that matter) but if, let s say 95 percent of all the IT infrastructure service orders would have been perfectly fulfilled, that would be quite an accomplishment compared to today s best practices (more on today s achievements for this metric later). Perfect-Order- 1 Next to these strategic metrics, there are many diagnostic metrics in the SCOR model as well 2 Another broadly known logistical metric in this area is On Time In Full or OTIF
The IT Factory: addressing the challenges of the IT department 7 Fulfillment is a metric that the business can relate to and the IT Factory can use and work with to show its reliability. Order-Fulfillment-Cycle-Time is another top-level strategic SCOR model metric. This metric deals with the average time that elapses from the moment a customer places an order up to the moment when he/she accepts the delivery. In the previous example of ordering books, this time starts when the final buybutton is pushed up to the moment when the customer signs the delivery slip for acceptance. This metric expresses the average time that is needed for all orders of all customers of this online bookstore. When such a bookstore measures and calculates about thirty days as average for fulfilling orders, the bookstore might be due for some supply chain improvements to stay competitive. However, when this average is between one and two days, it looks in good shape and the bookstore is responsive to customers orders. This metric is also very important for the actual implementation and organization of the IT Factory s supply chains. At the highest levels of Infrastructure Maturity as defined by Gartner (2), this elapsed time between ordering an infrastructure service and its accepted delivery would average around seconds to minutes and requires sophisticated, highly automated and policy-based provisioning tools (or software robots in IT Factory language) which do not require any human intervention. Today, this is technically feasible but a little too ambitious or just plain overkill for most IT Factories and not considered as core business, a niche at the most. A more likely scenario is where an application developer requires a development environment and the IT Factory can respond within, say, two days. For some this timeframe seems like a great achievement, for others it may well be a long time but that is not the point. The point here is that the business and IT can make upfront agreements about an acceptable Order-Fulfillment-Cycle-Time and track and report on the responsiveness of the IT Factory. Besides these two examples of metrics for reliability and responsiveness focused on the customers of the IT Factory, the SCOR model covers agility metrics and metrics focused on internal efficiencies for supply chain costs and assets. All of these are great and crucial for tracking the performance of the IT Factory and can be used to identify areas for improvements. These very important metrics will be covered in more detail for the IT Factory when Setting Up Shop in Part II.
8 The IT Factory One company that is already using some factory vocabulary and metrics inside its IT environment and data centers is Intel. It uses terms such as Efficiency of supplying raw materials to the manufacturing process, Efficiency of turning raw materials into finished goods and Cost to produce a unit of finished goods to measure the efficiency of its data centers (3). 1.4.1 Summary This all sums up to the observation that there is a useful universal vocabulary that can be activated to streamline communications between the business and IT side of the house. By setting the right expectations, you reduce disappointments and get to realistic starting points. In the remaining parts of this book, a mixture of IT and simplified factory terminology will be used, to explain the IT Factory in simple words. A dictionary for translations is not included and does not exist, but don t worry, you will not be needing one. If one of the terms used does not feel intuitive to you, just search for another term that fits better. As long as the term simplifies things and you don t push the analogy too far, it will have the desired outcome. A word of caution: always check with the people you communicate with, that the essence of the term you selected is interpreted similarly. 1.5 The challenges of traditional IT departments Any traditional IT department - please do not interpret traditional as oldfashioned - will have its fair share of challenges. Some are related to dayto-day operations and dealing with incidents for example; others are more long-term and at the tactical or strategic levels. Without neglecting the day-today challenges, it is the more tactical and strategic challenges that need to be addressed when considering an IT Factory. Here are four of the most prominent challenges of traditional IT departments: Production methods and techno-tribes technology-focused groups working independently of each other Levels of control between customer and IT department Turnaround time from the customer placing an order to taking delivery Keeping up with the pace of change 1.5.1 Production methods and techno-tribes Besides the challenge to use understandable vocabularies, traditional IT departments with traditional ways of manufacturing IT infrastructure services face a challenge when it comes to sustainability. These IT departments mainly